Reimagining special needs education

I worked as part of a multidisciplinary team integrating technology, service design, and business strategy. My focus was on translating fragmented stakeholder needs into reimagined user journeys, designing the proof-of-concept admissions prototype, and helping facilitate workshops with education and social service stakeholders. The goal was to deliver outcomes that were user-desirable, technically feasible, and strategically viable.

We ran a 4-stage process: Discovery, Designing, Prototyping, and Planning. In Discovery, we conducted 25+ engagement sessions with 70+ users to build personas and detailed user journeys, benchmarked global best practices from 10+ countries, and held 35+ technical workshops with 85+ IT reps to conduct product fitment analysis. In Designing, we crafted ideal "to-be" user journeys and 30+ user stories addressing pain points. In Prototyping, we delivered an interactive admissions prototype showcasing an end-to-end solution. In Planning, we developed a comprehensive technology architecture framework and a phased implementation roadmap with manpower and cost estimates.

The client was highly satisfied with the delivery, including reimagined user journeys for 5 stakeholder personas, a focused implementation roadmap for 3 marquee solutions, and a scalable admissions prototype validated by stakeholders.